Service Level Agreement

1. Introduction

1.1 Purpose

This Service Level Agreement ("SLA") describes the support services, availability commitments, and performance standards that Stratapps Inc. ("Stratapps," "we," "us," or "our") provides to customers ("Customer," "you," or "your") of the Analytify AI platform ("Service" or "Platform"). This SLA establishes measurable service levels, defines support response times, and outlines Customer and Stratapps responsibilities.

1.2 Agreement Structure

This SLA is incorporated by reference into your Master Subscription Agreement with Stratapps. In the event of a conflict between this SLA and the Master Subscription Agreement, the Master Subscription Agreement shall govern. This SLA applies to all production instances of the Analytify AI platform unless otherwise specified in a separate agreement.

1.3 Binding Commitments

The service levels, response times, and support commitments described herein constitute binding obligations. Stratapps commits to meeting these standards and will provide remedies as outlined in Section 11 if we fail to meet our commitments.

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2. Scope of Agreement

2.1 Covered Services

This SLA covers the following Analytify AI services:

• Core analytics and business intelligence platform
• Dashboard creation, management, and visualization
• Data source integrations and connectors
• AI-powered features (Genie AIQ, Genie Dashboard, Dashboard Analyzer)
• Data Lake storage and management
• User authentication and access control
• API access and SDK functionality (where applicable)

2.2 Excluded Services

The following are excluded from this SLA:

• Beta, experimental, or preview features explicitly labeled as such
• Third-party applications, integrations, or services not provided by Stratapps
• Customer-managed infrastructure for self-hosted deployments (unless Enterprise support agreement specifies otherwise)
• Issues caused by Customer misuse, unauthorized modifications, or failure to follow documented best practices
• Force majeure events as defined in Section 17.2

2.3 Geographic Scope

This SLA applies globally to all Analytify AI customers regardless of geographic location. Support hours and response times are based on Pacific Standard Time (PST) unless otherwise specified in a custom Enterprise agreement.

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3. Service Level Commitments by Plan

3.1 Free / Community Plan

The Free/Community plan is designed for individual users and small teams exploring Analytify AI capabilities. Support is provided through publicly available documentation at https://app.analytify.ai/ and community resources at https://analytify.org.

Limitations:

• No dedicated support personnel
• No guaranteed response or resolution times
• No uptime commitments
• Suitable for non-critical, experimental, or hobby usage only

3.2 Basic Plan

What's Included:

• Access to complete knowledge base and documentation
• Email support with defined response expectations
• Bug reporting and tracking
• Product guidance and configuration assistance
• Priority over Free tier in support queue

Limitations:

• No phone or video support
• No dedicated account management
• No after-hours or weekend support
• No guaranteed uptime SLA
• No expedited critical issue handling

3.3 Business / Pro Plan

Response Time Commitments:

• High Priority: Within 8 business hours
• Medium Priority: Within 24 business hours
• Low Priority: Within 48 business hours

What's Included:

• Dedicated Customer Success Manager (CSM)
• Priority support queue over Free and Basic tiers
• Email and scheduled call support
• Proactive platform-wide issue communication
• Incident status updates and resolution tracking
• Quarterly business reviews with CSM
• Early access to new features and beta programs
• Architecture and best practice guidance

Limitations:

• Support limited to business hours only
• No 24/7 critical issue response
• No guaranteed uptime SLA (best-effort monitoring)

3.4 Enterprise Plan

Response Time Commitments:

• Critical (S0): < 1 hour
• High (S1): < 4 hours
• Medium (S2): < 12 hours
• Low (S3): < 24 hours

What's Included:

• 24/7/365 premium support availability
• Dedicated support team and Customer Success Manager
• Direct phone line: +1 (510) 770-1222
• Email: [email protected]
• Discord priority channel
• Optional dedicated Slack channel
• 99.9% uptime guarantee with service credits
• Proactive issue detection and monitoring
• Custom onboarding and training sessions
• Quarterly strategic business reviews
• Architecture design reviews and consultation
• Direct escalation to senior engineering leadership
• Custom deployment support (self-hosted, managed, hybrid)
• Advanced security and compliance assistance
• Priority bug fixes and feature requests consideration

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4. Severity Levels and Definitions

All support requests are categorized by severity level to ensure appropriate prioritization and resource allocation. Customers should accurately classify issues when submitting support requests to ensure proper handling.

4.1 S0 - Critical

Examples:

• Complete Analytify AI platform unavailability (all users affected)
• Critical security vulnerability or active data breach
• Complete data loss or database corruption
• Authentication system failure preventing all user logins
• Complete failure of core analytics engine

4.2 S1 - High Priority / Urgent

Examples:

• Dashboard rendering failures affecting multiple users (>25%)
• Critical data synchronization failures affecting real-time reporting
• Integration failures with primary data sources (e.g., QuickBooks, Salesforce)
• Severe performance degradation impacting majority of users
• AI features (Genie) completely non-functional for all users

4.3 S2 - Medium Priority / Moderate

Examples:

• Individual dashboard not loading or displaying incorrectly
• Specific chart types rendering with errors
• Email alert delivery delays or intermittent failures
• Non-critical integration issues with secondary data sources
• Minor performance degradation for subset of users

4.4 S3 - Low Priority / Minor

Examples:

• UI/UX cosmetic issues or minor visual glitches
• Documentation errors, typos, or clarification requests
• Feature enhancement requests or suggestions
• Minor formatting inconsistencies in reports
• Non-critical questions about product usage or best practices

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5. Service Availability and Uptime

5.1 Uptime Commitments

Business and Basic Plans: Best-effort availability with no formal guarantee. Proactive monitoring with issues addressed promptly during business hours.

Free Plan: No uptime guarantee.

5.2 Planned Maintenance

• Advance Notice: Minimum 24 hours for all customers (48 hours preferred)
• Notification Channels: Email and status page notification
• Typical Schedule: Monthly, during off-peak hours (typically Saturday/Sunday, late night PST)
• Duration: Typically 1–2 hours maximum

Properly announced planned maintenance windows are excluded from uptime calculations.

5.3 Service Credits (Enterprise Only)

If Stratapps fails to meet the 99.9% uptime commitment for Enterprise customers, the following service credits apply:

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6. Support Channels and Hours

6.1 Free / Community Plan

• Documentation: https://app.analytify.ai/
• Community Resources: https://analytify.org
• Support Hours: Not applicable (community-driven)
• Response Expectations: Best-effort; no guaranteed response times

6.2 Basic Plan

• Email: [email protected]
• Support Hours: Monday–Friday, 9:00 AM–6:00 PM PST
• Response Expectations: 24–48 business hours for initial response

6.3 Business / Pro Plan

• Email (Priority Queue): [email protected]
• Scheduled Calls: Video/phone calls via Calendly
• Customer Success Manager: Direct contact via assigned CSM
• Support Hours: Monday–Friday, 9:00 AM–6:00 PM PST
• Response Expectations: Priority-based: 8–48 business hours depending on severity

6.4 Enterprise Plan

• Emergency Phone: +1 (510) 770-1222 (24/7)
• Email (Highest Priority): [email protected]
• Discord Priority Channel: https://discord.gg/cTxACyrzbU
• Optional Dedicated Slack Channel: Available upon request
• Support Hours: 24 hours a day, 7 days a week, 365 days per year
• Response Expectations: Priority-based: 1–24 hours depending on severity

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7. Response and Resolution Commitments

7.1 Response Time vs. Resolution Time

Response Time: Time from when a support request is submitted to when an initial response is provided by Stratapps support personnel acknowledging the issue and providing a plan of action.

Resolution Time: Time from when a support request is submitted to when the issue is fully resolved or an acceptable workaround is provided.

This SLA commits to response times only. While we strive for rapid resolution, resolution times vary based on issue complexity.

7.2 Response Time Commitments by Plan and Severity

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8. Escalation Procedures

8.1 Standard Escalation Path

Tier 1: Initial Support Contact – All issues begin with submission via appropriate support channel. Initial assessment, classification, and basic troubleshooting.

Tier 2: Senior Support Engineer – Issues requiring deeper technical investigation. Automatically escalated if not resolved within: S0/S1: 4 hours, S2: 24 business hours, S3: 3 business days.

Tier 3: Customer Success Manager Review (Business and Enterprise only) – Issues with business impact requiring strategic review.

Tier 4: Engineering Leadership – Product defects requiring code fixes. Reserved for Enterprise critical issues.

8.2 Emergency Escalation (Enterprise Only)

For Enterprise customers experiencing S0 (Critical) issues:

1. Call emergency hotline: +1 (510) 770-1222
2. Simultaneously email [email protected] with "CRITICAL" in subject
3. Post in dedicated Discord priority channel
4. Contact your dedicated CSM directly (if available)

Guaranteed Response: Senior engineer on-call will respond within 1 hour, 24/7/365.

8.3 Customer-Initiated Escalation

Customers may escalate any issue if response time SLA has been missed, resolution is not progressing satisfactorily, or issue severity was misclassified.

How to Escalate: Email [email protected] with "ESCALATION" in subject line. Include case/ticket number and detailed explanation.

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9. Service Scope and Exclusions

9.1 Included Support Services

All Paid Plans:

• Product troubleshooting and technical guidance
• Bug reporting, tracking, and resolution
• Dashboard and analytics configuration assistance
• Data source integration support
• User access and permissions configuration
• Best practices and optimization recommendations
• Security and compliance guidance
• Account and billing support
• Platform feature education and training resources

Business and Enterprise:

• Architecture design consultation
• Performance optimization guidance
• Custom deployment planning
• Strategic platform utilization advice

9.2 Excluded Services

• Custom Development: Building custom features, integrations, or modifications beyond documented capabilities
• Professional Services: Dashboard building, report creation, or data analysis on behalf of customers (available as separate service)
• Formal Training Programs: Structured training sessions or certification programs (available as add-on)
• Third-Party Software Support: Troubleshooting issues with external databases, tools, or services not provided by Stratapps
• Data Management Services: Data cleaning, transformation, ETL development, or data quality management
• Infrastructure Management: For self-hosted deployments, management of customer-owned hardware or networks

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10. Customer Responsibilities

10.1 Incident Reporting

• Report issues promptly through appropriate support channels
• Provide clear, detailed descriptions of problems
• Include relevant information: screenshots, error messages, log files, reproduction steps
• Accurately classify severity based on business impact
• Designate authorized support contacts

10.2 Information and Access

• Respond promptly to Stratapps requests for additional information
• Provide necessary access credentials and permissions (securely) when required for troubleshooting
• Maintain up-to-date contact information for support personnel
• Ensure adequate number of trained administrators

10.3 Best Practices and Compliance

• Follow documented best practices and usage guidelines
• Keep software, integrations, and browsers up-to-date
• Implement reasonable security measures for account access
• Report security incidents immediately and privately
• Use platform within documented usage limits and guidelines

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11. Service Credits and Remedies

11.1 Enterprise Uptime Service Credits

As detailed in Section 5.3, Enterprise customers are eligible for service credits if monthly uptime falls below 99.9%.

Process:

1. Customer submits claim within 10 business days of month end
2. Stratapps reviews claim and validates uptime data
3. Approval/denial communicated within 15 business days
4. Approved credits applied to next billing cycle

11.2 Response Time SLA Breaches

Enterprise Customers:

• S0 (Critical) breach: 5% credit on monthly fee
• S1 (High) breach: 2.5% credit on monthly fee
• Multiple breaches in single month: Credits accumulate up to maximum 10% per month

11.3 Credit Limitations

• Maximum service credits in any 12-month period: 50% of annual subscription value
• Service credits are Customer's sole and exclusive remedy for SLA breaches
• Credits do not apply to service exclusions outlined in Section 2.2
• No cash refunds; credits only applicable to future service fees

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12. Data Protection and Security

12.1 Data Security Commitments

Stratapps maintains enterprise-grade security measures:

• Encryption in Transit: TLS 1.2+ for all data transmission
• Encryption at Rest: AES-256 encryption for stored data
• Access Controls: Role-based access control (RBAC) and multi-factor authentication (MFA) support
• Security Audits: Regular third-party security assessments and penetration testing
• Vulnerability Management: Continuous monitoring and rapid patching of security vulnerabilities

12.2 Compliance Certifications

Stratapps is committed to maintaining compliance with industry standards:

• SOC 2 Type II: Compliance program in progress (expected completion Q2 2026)
• GDPR: Full compliance with EU General Data Protection Regulation
• CCPA: California Consumer Privacy Act compliance
• HIPAA: Business Associate Agreements (BAA) available for Enterprise healthcare customers upon request
• ISO 27001: Information security management certification (planned for 2026)

For Compliance Inquiries: [email protected]

View Security and Compliance Information: https://analytify.ai/security

12.3 Data Privacy

• Data Ownership: Customers retain full ownership of all data
• Data Usage: Stratapps does not use customer data for purposes other than service delivery
• Data Portability: Customers may export data at any time
• Data Deletion: Data securely deleted within 90 days of account termination

12.4 Security Incident Response

Stratapps will notify affected customers of security breaches within 72 hours of discovery. Notification via email to primary account contact with incident details, impact assessment, and remediation steps provided.

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13. Incident Management and Communication

13.1 Incident Classification

Major Incident: Platform-wide outage or degradation affecting multiple customers or core functionality.

Minor Incident: Isolated issue affecting specific features or limited user base.

13.2 Incident Communication

Stratapps maintains a public status page for real-time platform status updates: status.analytify.ai (coming soon)

Communication Frequency During Major Incidents:

• Enterprise: Updates every hour until resolution
• Business: Updates every 2 hours during business hours
• Basic: Status page updates; email notification when resolved

13.3 Post-Incident Reviews

Enterprise Customers: For all S0 (Critical) and major platform incidents, Stratapps will provide Root Cause Analysis (RCA) report within 5 business days, including detailed incident timeline, impact assessment, remediation steps taken, and preventative measures implemented.

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14. Monitoring and Reporting

14.1 Proactive Monitoring

Enterprise: 24/7 system monitoring with automated alerting, proactive identification of performance degradation, early warning notifications, and quarterly platform health reports.

Business: Standard monitoring during business hours, reactive issue identification and resolution, quarterly business reviews with CSM.

Basic and Free: Standard platform monitoring with no proactive customer notifications.

14.2 Performance Reporting

Enterprise Quarterly Business Reviews Include:

• SLA compliance metrics and performance
• Support ticket analytics (volume, types, resolution times)
• Platform usage insights and trends
• Performance benchmarking
• Optimization recommendations
• Roadmap discussions

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15. Modifications to this SLA

15.1 Right to Modify

Stratapps reserves the right to modify this SLA to reflect changes in service offerings, industry standards, or operational requirements.

15.2 Notification of Changes

Material Changes:

• Enterprise: 30 days advance written notice
• Business/Basic: 14 days advance notice via email
• Free: No advance notice required

Non-Material Changes: Administrative or clarifying changes may be made with immediate effect. Updated version posted at analytify.ai/sla with new effective date.

15.3 Customer Rights

Continued use of Analytify AI after SLA changes take effect constitutes acceptance of updated terms. Enterprise customers may contest material adverse changes through their account representative within 30 days of notification.

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16. Contact Information

16.1 Company Information

Company Legal Name: Stratapps Inc.

Product Name: Analytify AI

Corporate Headquarters: United States

16.2 Support Contacts

Billing and Account Inquiries: [email protected]

Escalations: [email protected] (Subject: "ESCALATION - [Brief Description]")

Professional Services: [email protected]

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17. Legal Terms and Conditions

17.1 Governing Agreement

This SLA is incorporated by reference into, and subject to, the Master Subscription Agreement between Customer and Stratapps Inc. In the event of any conflict between this SLA and the Master Subscription Agreement, the Master Subscription Agreement shall control.

17.2 Force Majeure

Stratapps shall not be liable for any failure to meet SLA commitments due to circumstances beyond our reasonable control, including but not limited to: natural disasters, acts of war or terrorism, government actions, epidemics or pandemics, widespread Internet or telecommunications failures, or other force majeure events.

17.3 Limitation of Liability

Service credits as described in this SLA constitute Customer's sole and exclusive remedy for any failure by Stratapps to meet SLA commitments. In no event shall Stratapps' total liability under this SLA exceed the fees paid by Customer in the twelve (12) months preceding the claim.

17.4 Entire Agreement

This SLA, together with the Master Subscription Agreement and any applicable Order Forms, constitutes the entire agreement between the parties regarding service levels and support commitments.

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